See our full opening timesOpening Times
WST:
Mon to Fri 7am - 6pm
Sat to Sun 8am - 3pm
EST:
Mon to Fri 9am - 8pm
Sat to Sun 10am - 5pm
Phone: 1300 729 595

FAQ’s

DOCUMENTATION AND TICKETS

Q: When will I receive my booking confirmation?

A: All confirmation and receipts will be sent out within 48 hours from when the booking was made.

Q: My confirmation is incorrect, help?

A: As a passenger, you have a responsibility to check that all the information is correct on your documents. Please contact us immediately so we can ensure that the relevant operators have the correct information.

Q: I have moved do I need to inform you?

A: We will require this information to be put into writing from the lead passenger, along with your full name, reference number and new address details.

Q: When will I receive my tickets?

A: Tickets will be sent via email or post no later than 7 days prior to departure, although we do aim to get them to you 3-4 weeks prior where possible. Please ensure that you log on to your cruise line’s website and complete all the pre-cruise information that they require to enable us to access your tickets in a timely manner. This can be completed in the ‘Manage My Booking’ section on the relevant Cruise line website.

Q: I’ve lost my tickets – help?

A: We can re-issue your tickets, so don’t panic! Please contact our friendly Customer Support Team who will be able to assist you. (Please note an administration fee will be applicable.)

Q: I am part of the cruise line membership scheme how do i notify you?

A: At the time of booking please provide this number to our sales advisor. Or, alternatively, contact the Customer Support Team and we can advise the relevant cruise line of your membership number to ensure you do not miss out on any benefits.

PAYMENTS

Q: When do I have to pay for my holiday?

A: The full balance is required no later than 15 weeks prior to your departure date. Depending on your holiday, additional installments can be due between your initial deposit and final payment, please check your confirmation invoice as this will list any payments due.

Q: How do I pay for my holiday and can I pay the balance of my cruise before the due date?

A: You can make payments towards your holiday whenever you wish.

To pay over the phone – Please call our Customer Support Team (Monday to Friday 9am – 5pm, Saturday 10am – 3pm) on 1300 019 329 who will take the payment using our secure payment system.

To pay via bank transfer – Please forward your payment to Westpac Banking Corporation, BSB 036011, Account number 573 642, Account name Holiday Planet Pty Ltd quoting your HPL passenger number. – Please note payments by Credit Card are subject to a handling fee: 1.4% Credit card – 2.5% American Express card. There is no charge for payments made via a Debit card.

Please note that we are no longer able to accept cash or cheques.

Q: Is my money protected?

A: Please refer to our terms and conditions

MEDICAL

Q: What if I am pregnant?

A: Most airlines will not allow you to travel after your 36th week of pregnancy, or the 32nd week if you’re pregnant with twins or multiples. Speak to your GP or midwife before you travel. Cruise lines have separate regulations to airlines, so please inform us immediately and we can advise you accordingly.

Q: How do I arrange wheelchair or limited mobility assistance at the airport & cruise port?

A: If you require embarkation and disembarkation assistance, this must be arranged before your departure date. To arrange assistance please contact our Customer Support Team who can take full details of the assistance required and advise the cruise line and/or Airline accordingly.

Q: I have medical requirements how do I inform the airline & cruiseline?

A: We strongly advise you to carry any medication you require in your hand luggage. Airport security requires a doctor’s note to show the medication you are taking when going through security so please advise us if this is the case. If you require oxygen concentrated cylinders or medical sharps you must advise us at the time of booking so we can advise the airline and the cruise line so the necessary support is provided.

Q: Will I get sea sick?

A: Most modern cruise ships are equipped with stabilisers that eliminate much of the motion that causes seasickness.

Q: I have dietary requirements how do I inform the airline/cruise line?

A: Cruise lines generally cater for any dietary requests such as low fat, low sugar, dairy free, gluten free, wheat free and vegetarian diets. If you have any of these intolerances, other allergies or requirements please inform us immediately.

Q: Do I need a vaccination?

A: Please contact your GP as we are not trained to advise you.

FLIGHTS

Q: How do I upgrade my flight?

A: Please email or call our friendly Customer Support team by phone on 1300 019 329, or email support@holidayplanet.com.au and we will be more than happy to help.

Q: What is my luggage allowance?

A: This depends on the airline that you are flying with; Please contact our friendly Customer Support team by phone on 1300 019 329, or email support@holidayplanet.com.au and we will be more than happy to help.

Q: How do I pre-book my seats and request extra baggage?

A: If your tour is being booked on a group flight allocation, you will be able to pre-book seat or check in extra baggage online. We recommend you check in at the airport as early as possible in order to request the seats you would like. You can organise any extra baggage upon check in. If your tour is not booked on a group flight you can usually check in online 24 hours prior to departure and select seats at this stage. If you wish to pre-book your seats before check in is available, the airline may charge.

Q: When do I need to check in for my flight?

A: If you are travelling within Australia you must check-in a minimum of 2 hours prior to departure. If you are travelling internationally you must check-in a minimum of 3 hours prior to departure.

Q: Will my luggage go straight through if I am flying from a domestic airport?

A: It will depend who you are flying with, please ask at check in.

Q: Will my child have a seat on the plane?

A: Infants are classed from 0-to-2 years and they are required to sit on a parent’s lap during the flight. Seats can usually be purchased for infants at a special rate.

Q: How do I book extra leg room?

A: Extra leg room should be requested at the airport check-in desk, although it is advisable to contact the airline before you travel.

Q: Are my flights direct?

A: If you specifically want direct flights we would always recommend you mention this at the time of booking. At the time of booking your sales advisor will advise you if the flight is direct or indirect. All flights are subject to change until they have been ticketed.

 

PASSPORTS AND VISAS

Q: I am flying to the united states, what is esta?

A: If you will be travelling to or within the USA, including “touch down’s “, departure ports and indirect flights, you will be required to obtain a Travel Authorisation via an “ESTA” Visa Waiver Program. Travel authorisation is obtained through an online registration system. If your registration is successful, it will be valid for multiple applications for two years or until the date on which your passport expires, whichever comes first. An ESTA fee required by the Travel Promotion Act of 2009 came into place as of the 8th September 2010. The fee is comprised of two parts: 1. Processing charge – All applicants requesting an electronic travel authorisation are charged for the processing of the application. The online form will take around 10 minutes to complete and up to 72 hours before you receive notification that your application was successful and therefore whether you are approved to travel. Please follow the below link where you can complete the ESTA application: https://esta.cbp.dhs.gov/esta/ All payment for electronic travel authorization applications must be made by credit card or debit card at this time. The ESTA system currently accepts only the following credit/debit cards: MasterCard, VISA, American Express, and Discover.

Q: Do I need a visa?

A: On some itineraries, it may be necessary, for passengers to obtain a Visa to validate your entry to a country or port of call. All Passengers are responsible for obtaining the necessary visa(s) for their itinerary before departure. To purchase a Visa please visit https://au.visacentral.com/holidayplanet or call 1300 979 012 mentioning you are a Holiday Planet customer. All passport holders should check with the relevant Embassy or consulate prior to departure. Please note under certain circumstances (EG. if you have a criminal record), you will need a visa.

Q: Is my passport valid?

A: When travelling to a foreign country you must a have a full and valid passport with at least 6 months validity on your passport after the date of your return or you may be refused boarding. If you do not hold an Australian passport we regret that we cannot provide any information regarding visas and therefore passengers will need to check with the relevant embassy the requirements for your itinerary in order to travel. Please ensure that the names and initials on your flight & cruise tickets are the same as your passport.

Q: Do I need travel insurance?

A: We strongly advise you to obtain adequate travel insurance from the day the booking is made. Holiday Planet will not accept any liability for any passengers who fail to obtain adequate travel insurance. We recommend that you contact SureSave. SureSave, is an Australian company who specialise in travel insurance designed for travellers. Dedicated to keeping travellers informed and covered through an honest and genuine approach to travel. SureSave provides world assistance through a customer support team, a claims team and an in-house 24/7 Emergency Assistance division. Underwritten by Lloyds of London, you get peace of mind knowing your security is guaranteed. When you need help, you’ll get it in a familiar accent from someone who understands and is there to help.

CANCELLATIONS AND AMENDMENTS

Q: How do I cancel my booking?

A: We require all cancellations in writing from the lead passenger on the booking and this can be by letter or email. Cancellations are effective from the date we receive them and not from the date they are sent. Upon receipt we will contact the relevant suppliers of your holiday to ascertain the cancellation charges. We will then confirm the charges to you before cancelling the holiday.

Q: What are the cancellation charges?

A: 119 Days or more before departure: if you want to cancel your cruise 119 days prior to departure you will lose your deposit. Please note if a low deposit has been paid then any further money due will need to be collected before cancellation. If you have already paid your balance in full then we will calculate the deposit you would have paid and refund the difference.

118 – 36 days prior to departure – if you want to cancel your cruise between 118-36 days prior to your departure you will lose 75% of your holiday cost. This does not include flights as these are always at a 100% loss.

35 days prior to departure – if you want to cancel your cruise 35 days or less prior to your departure you will lose 100% of your holiday cost.

Q: Can I do a name change?

A: Yes, you can, however, the charge for the amendment is dependent on how close you are to departure. Please contact our Customer Support Team who will be able to confirm the relevant charges.

Q: Can I amend my cruise to a different date?

A: Yes, please refer to our booking conditions and contact our Customer Support Team.

HOLIDAY EXTRAS

Q: How do I book an airport lounge?

A: Please contact our Customer Support Team who will able to add this on for you.

Q: How do I add airport parking or an airport hotel?

A: Please contact the Customer Support Team and we will happily add a hotel or car parking to your booking. Please note full payment will be required within 15 weeks of departure.

OTHER FAQ’S

Q: I didn’t make the booking. Can you help me?

A: Due to data protection, we can only discuss the booking with the lead passenger who is normally the person who has made the booking. If you do need to speak to us about the booking directly and you are not the lead passenger, we will need authorisation from the lead passenger first. This can be done over the phone.

Q: What are your operating hours?

A: Sales:
Monday – Friday 7am – 6pm
Saturday – Sunday 8am – 3pm

Customer Support:
Monday to Friday – 9am – 5pm
Saturday – 10am – 3pm
Saturday – Closed

Please note all times are listed are AWST.

Q: How do I contact Cruise Planet?

A: You can contact us via phone:
Sales – 1300 729 405
Customer Support – 1300 019 329
or via email: support@holidayplanet.com.au

Q: Who do I call in case of an emergency?

A: Please call our emergency number +61423 501 419. (Please note that this number is for genuine emergencies only and to be used out of normal business hours any calls of a non-urgent nature will be asked to call back during business hours)

Q: How do I make a complaint?

A: Please put your complaint into writing or email, we will respond within 28 days.
Mail – PO Box 3284, EAST PERTH, WA, 6892
Email – support@holidayplanet.com.au